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With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Service Support Specialist –– Level 10IC

OneData (CDU, AI Transformation & Data Utilisation)

Role Purpose

The Service Support Specialist provides day-to-day operational and functional support for the Europe OneData platform and associated data and analytics services. Working with minimal supervision, the role ensures service availability, reliability, and effective use of data products and analytic solutions, while acting as a key link between business users, service management, and technical teams.

Key Responsibilities

Service Support & Operations

• Provide Level 1 / Level 2 support for OneData services, including dashboards, datasets, data pipelines, and platform operations.
• Monitor scheduled data and analytics processes and respond proactively to service issues.
• Log, triage, and manage incidents, service requests, and change-related activity in line with agreed SLAs and the ITSM support model.
• Perform initial analysis and resolution of issues, escalating to engineering or specialist teams where required.
• Communicate clearly with stakeholders on incidents, service interruptions, and planned changes.
• Adhere to established service processes and contribute to continuous improvement and actively identify automation opportunities.

User & Stakeholder Support

• Act as a trusted point of contact for business users, providing guidance on service usage, standard offerings, and known issues.
• Support user access requests, permissions, and publishing activities in line with security and data governance policies.
• Assist customers in logging demand effectively by translating business needs into clear, structured data and analytical requirements, including business purpose, value, metrics, definitions, timeframes, and governance considerations.

Governance, Compliance & Access Control

• Ensure OneData services operate in compliance with Europe data governance, security, and regulatory requirements (including GDPR).
• Support and lead scheduled platform, data, and user-access reviews, audits, and service assurance activities.
• Manage Active Directory group memberships and usage application processes.

Service Quality & Continuous Improvement

• Contribute to service reporting by tracking incidents, trends, recurring issues, and service performance metrics.
• Identify, recommend, and implement improvements to service support processes and ways of working.
• Use automation effectively to reduce operational risk and manual errors, escalating risks where SLA commitments may be impacted.
• Support service reviews, readiness activities, and knowledge transfer to regional or global teams as required.

Documentation & Knowledge Management

• Create and maintain support documentation, FAQs, and knowledge articles for OneData and Data Utilisation services.
• Ensure accurate, up-to-date information is available to support both users and internal support teams.

Skills & Experience

Essential

• Experience working in an IT, data, BI/AI, or analytics support or service environment.
• Good understanding of data and analytics, including reports, dashboards, datasets, data refresh, and access controls.
• Experience using ticketing / ITSM tools and working within structured support processes.
• Strong process-driven and logical approach to problem solving.
• Ability to interpret business requirements and translate them into clear data and analytical needs.
• Understanding of data governance, security, and customer data protection principles (including GDPR).
• Strong communication skills, with the ability to explain technical issues to non-technical stakeholders.
• Ability to proactively manage workload and operate effectively with minimal supervision.

Desirable

• Understanding DevOps and Agile sprint management
• Experience supporting data platforms such as AWS and analytics tools including Qlik, SageMaker or other AI/ML solutions.
• Familiarity with ITIL-aligned service management practices.
• Exposure to enterprise data services, AI platforms, or large-scale analytics environments